1、英语应用文写作L3 Lesson3 Complaint LettersI.Teaching ObjectivesIn this section you will learn:1.What needs to be included in a complaint letter.2.Appropriate greetings and closing for complaint letters.3.How and when to write complaint letters appropriate to the situation.II.Teaching Tips1.Always be polite
2、 in your letter,even if you are angry.2.Be very clear about when and how you want them to respond(回应)to your letter.3.Tell them what you will do if you are unsatisfied with their attempt to fix the problem.III Teaching ProcedureStep1 Warm upThere are times when we are unhappy or dissatisfied with so
3、mething or someone and we want the situation fixed.In these cases you write a letter explaining your complaint.Most complaint letters include:1.Explain the problem;2.What outcome(结果)you want to happen;3.When you would like this fixed;4.The writers contact information.Step2 PresentationMake sure you
4、are truthful in your letter.Dont tell them things are wrong if they arent just to make your problem sound more important.Case 1Dear Mr.Jones:On October 15,2013 I rented a car at your Boston Logan Airport location.Unfortunately,the car did not work properly because it broke down within an hour of ren
5、ting it,and I was not given a refund for the one day I was without a car.So I am very disappointed.To resolve the problem,I would appreciate my money refunded for the day that the car was broken down.Enclosed is a copy of the rental agreement.I look forward to your reply and a resolution to my probl
6、em.I will wait until December 1,2013 before seeking help from a consumer protection agency.Please respond to the above address or by phone at 978-364-1830.Case1 Questions for discussion:Is this a formal or informal thank-you letter?_ _2)What in the letter shows this?_ _3)What are the 2 ways that Wu
7、Ting thanks Mr.Rogers?_ _Case1：Key words and expressionsKey words:rent 租 unfortunately 不幸地broke down 坏了refund 退款 disappointed 失望的 resolve 解决 resolution 解决Seek 寻找，寻求consumer 消费者Useful expressionsrental agreement 租赁合同，租约look forward to 期盼make sure 务必complain about 抱怨Case 2Dear Sir,I am writing to expr
8、ess my concern over your hotel service.From October 18 to 22,2013 I lived in your Sunny Hotel,on the whole,my stay here was satisfactory.The hotel was comfortable and the room was bright.But it was too dirty.Whats more,the food was awful and the service was really terrible.I have stayed in your hote
9、l for several times and everything is getting worse,though the price is fair.Please try to clean the room a bit more often and find someone who is capable of cooking and who knows how to talk friendly to others.Thank you for your time.I am looking forward to your reply and a resolution to the proble
10、m.Case 2:Questions for discussionQuestions for discussion:1)What is Jennifers complaint about?_2)List the three things that Jennifer complained:a._ b._ c._ How does Jennifer want the hotel to fix the problem?_ Case2：Key words and expressionsKey words:service 服务comfortable 舒适的fair 公平的resolution 解决Use
11、ful expressionsexpress ones concern 表达某人的关心on the whole 总的来说Whats more 而且be capable of doing 有能力做.look forward to doing 期待，期盼Note1.All complaint letters are formal.It is very important that even if you are very upset your writing remains calm and professional.Never say rude things or use rude langua
12、ge.Always be courteous.2.Writing a letter to complain about something helps to get problems fixed in a timely way.Clearly state what the problem is and how you would like to see it fixed.Very often a well written complaint letter will help get the writer some satisfaction about the problem.Step3 Pra
13、cticeWrite an appropriate greeting and closing for each of the following situations.Be sure to use correct punctuation.1.Complain to China Eastern Airline about your flight being canceled and your money was not refunded.Greeting_Closing_2.Complain to your neighbor about the loud party they had last
14、weekend.Greeting_Closing_3.Complain to the supermarket manager about the poor service you received while shopping.Greeting_Closing_II When we write complaint letters we are often very upset.This can cause us to write rude letters.Look at the following rude letters.Use the information about the compl
15、aint in the letters to re-write them in an appropriate way.Letter 1Dear idiot,Do you have monkeys working in your factory?The stereo I just purchased from you doesnt work.I took it to the repair shop and when they looked at it they said it was missing parts.How stupid do you have to be to miss insta
16、lling whole parts of the stereo?I better have a new stereo delivered to my work address,294 Middle Street Jonesport,Maine 02435,before the end of next week or Im going to sue you for everything youre worth.Im serious about this.I suggest you fire the people working for you,and find someone who isnt
17、stupid.Fix this problem!George SmallGeorge SmallII Letter 2Dear Larry,You are a terrible neighbor.You let your dog bark all night long.If you cant keep your mutt quiet I am going to have to come over there and kill it.If you dont like it you can kiss my ass.I am sick and tired of being kept up all n
18、ight.If I get woken up again tonight by all that barking you are going to regret it.I expect to hear nothing but silence tonight.If you have a problem you can come next door and I will beat some sense into you.Youd better fix this or else,WilliamLetter 2Dear Mary,I am writing to express our heartfel
19、t thanks for your taking good care of Smart while we were on holiday.He was such a happy dog when we got home.We knew he must have had lots of loving attention.You not only saved us some money,but also spared us the worry about him while we were away.Your kind help is very appreciated,not only by Sm
20、art,but also by our whole family as well._Yours sincerely,Wu Ting III.Write a complaint letter for the following circumstances:Complain to Samsung about the television you bought from them that didnt work when you got it home.IV Mini-ProjectsOption 1Think about something you have recently purchased
21、that didnt work as well as you would have liked.Research the company that made the product and write a complaint letter to them about the product.Be sure to tell them when and where you purchased the product and how much you paid for it.If you have the receipt,be sure to mention it in the letter and
22、 also send it along with the letter to the company.IV Mini-ProjectsOption 2Choose a country that you feel is not treating your country fairly.Write a letter to the leader of that country complaining about the treatment you feel your country is receiving.For example,you could write a letter to the pr
23、esident of the United States complaining about a treaty that was just signed saying that your country does not own the rights to an island off your coast.Whomever you choose to write to be sure to be respectful and completely explain what you think the problem is and what they could do to fix the pr
24、oblem.答案Case 1 Questions for discussion:Jennifer is complaining that the car rented from Boston Logan Airport location broke down within an hour of renting it,and she was not given a refund for the one day she was without a car.The car rental company can refund the money for the day that the car was
25、 broken down.She wants the problem fixed until December 1,2013.Phone:978-364-1830Address:12 Beech Street,Farmingdale,MaineCase 2 Questions for discussion:Case 2 Questions for discussion:Jennifer complains about the hotel service.a.it was too dirty.b.the food was awful.c.the service was really terrib
26、le.Jennifer wants the hotel try to clean the room a bit more often and find someone who is capable of cooking and who knows how to talk friendly to others.Task3 PracticeTask3 PracticeI.1.Greeting:Dear Mr.Sun:Closing:Respectfully,2.Greeting:Dear Mrs.Jones:Closing:Sincerely,3.Greeting:Dear Mr.Lemont:C
27、losing:Yours truly,II.Letter 1Dear Sir,I am writing to express my concern over the stereo.The stereo I just purchased from you doesnt work.I took it to the repair shop and when they looked at it they said it was missing parts.I am very disappointed.To resolve the problem,I would appreciate a new ste
28、reo delivered to my work address,294 Middle Street Jonesport,Maine 02435,before the end of next week.I look forward to your reply and a resolution to my problem.Sincerely,George SmallLetter 2 Letter 2 Dear Larry,I am writing to express my concern over your dog.You let your dog bark all night long.I
29、am sick and tired of being kept up all night.You had better keep your dog quiet.I expect to hear nothing but silence tonight.I look forward to your reply and a resolution to the problem.I remain,WilliamIII.Dear Sir:I am writing to express my concern over the television which I bought on May 12,2013
30、at your Samsung Store.Unfortunately,the television did not work after I got it home.So I am very disappointed.To resolve the problem,Please send someone to repair it as soon as possible or I would appreciate a new television.Enclosed is a copy of the purchase invoice.I look forward to your reply and a resolution to my problem.Please contact me at 988-384-1842.Sincerely,Li Tao
